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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, Access and Incident Management (Hybrid) - **Company:** Capital One Financial Corporation - **Location:** Chesterfield County, VA, United States - **Salary:** $134,400.0 - $153,300.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Excel, Artificial Intelligence, Data Analysis, Big Data, Fraud Prevention and Detection, Identity and Access Management, Microsoft Office, Amazon Connect, Gsuite - **Published:** June 26, 2026 - **Apply:** https://dejobs.org/x/x/8DD09EC4D37E457FBEFC8969FB4309EB/job/ ## About the Role We are seeking dedicated, disciplined, process professionals and analysts who excel in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management and Staffing Analytics., * High School Diploma, GED, or equivalent certification * At least 2 years of people management experience * At least 2 years of Project Management or Process Management experience * At least 2 years of experience using Google Suite or Microsoft Office products, * Bachelor's Degree or Military Experience * At least 2 years of access management or incident management experience * At least 1 year of experience leveraging AI prompting to drive process efficiency * At least 3 years of people management experience * At least 2 years of experience writing communications and presentations for leadership and non-leadership audiences ## Description As a Manager, Process Manager at Capital One, you will be part of a smart, talented team responsible for access and incident management, governance and strategy for Customer Protection, the Retail Bank Fraud Management group. You'll team with world-class professionals to develop and own access governance, profile management strategy, BAU maintenance and management and more. All in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation, * Manage and lead a high performing team of associates in a virtual evolving environment that drives engagement, empowerment and inclusion * Day to day oversight of multiple department processes to support LOB area: monitor, report, and plan process improvement or redesign initiatives * Initiating and executing process improvements and leveraging other team members when appropriate, ensuring consistency and well managed practices across CP * Prioritize new and changing intent to meet the needs of our process, teams and customers * Understand the fundamentals of forecasting volumes * Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change * Partner with external departments on business changes that will affect staffing and/or call routing strategies * Partner with forecasting stakeholders to create short term and long term staffing models to estimate department capacity needs * Extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns * Build customized models that explain the relationship between occupancy and service levels * Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met * Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets * Extensive experience with call center metrics a plus ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [The Innovation Formula: Fast Prototyping, Data Analysis, and Real User Insights](https://www.wearedevelopers.com/videos/1421-the-innovation-formula-fast-prototyping-data-analysis-and-real-user-insights) - [Management in times of Agentic AI - The Human Premium](https://www.wearedevelopers.com/videos/1472-management-in-times-of-agentic-ai-the-human-premium) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)